We had a good experience with Swinton Pet insurance. I’ve only given 4 stars as when I first filled in the online claim form this didn’t process properly and my claim wasn’t registered. But after call... See more
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See what reviewers are saying
Very easy to use website, clear information provided and clear and convenient instructions after set-up of new policy. So far so good but it's the first time I've taken a policy out with Swinton ins... See more
Company replied
After a few months of stress with my cat who'd gone into heart failure and lots of appointments and scans. I was given a £3000 bill. Luckily enough I had Swinton pet insurance. I was worried about the... See more
Company replied
Warning!!! Do not use these to insure you Pet, claiming money back is a nightmare, they have all information including invoice and after nearly 2 weeks of having them, Swindon sent me an email saying... See more
Company replied
Company details
Information provided by various external sources
Offers wide range of insurance products. Includes branch locator, addresses, and company profile.
Contact info
United Kingdom
- swinton.co.uk/pet-insurance
3.8
Great
227 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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If you love your pet (and your finances) avoid Swinton Pet
I had a hideous time with this insurance company, gouging money out of me at a pretty vulnerable time.
Had a policy for a year and then they increased it by 45% for the following year. I'd made one claim for the cat - a urinary tract infection - which they disputed as 'behavioural' even though he was treated with antibiotics and painkillers. Vet had to intervene. Took them six weeks to pay and only when prompted.
Following year the cat died after 3 weeks of the policy.
They made me pay the entire year of the policy - £480 - because he'd had a claim in the first few weeks. They have a rule that if this happens they will charge you the full amount. I asked to withdraw the claim three times as it was less than the cost of policy. They refused.
I ended up £800 out of pocket for the full policy cost plus the vet bills that they wouldn't cover prior to the cats death. They were literally contacting the vets constantly to see whether the treatment was valid, even questioned why I was buying special food ( the cat had a tumour it turned out and couldn't eat)
I would have been financially better off to not have been insured at all with hindsight.
The letters of condolence that kept coming all contained the thinly veiled threat of 'action' if I didn't settle up immediately - despite the fact that the original agreement was a direct debit. This was the icing on the cake, especially when you're feeling pretty low.
I've had pet insurance for 20 years and never experienced the issues I had with this company. Stupidly joined them as they seemed good value.
Horrible company, vile policies, who avoid paying out wherever possible.
Even the vets thought it was harsh; they had also never come across this policy to charge you the full year after losing a pet 3 weeks into the policy.
1 May 2025
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Reply from Swinton
Thank you for taking the time to share your positive feedback on Trustpilot.
We're delighted to hear that you found the application process easy and that you feel our pet insurance offers good value for money. Your satisfaction is our priority, and we're here to support you and your pets.
If you have any further questions or need assistance, please don't hesitate to contact us.
Kind regards,
Beth @ The Social Media Team
Rubbish
Rubbish! Made a claim for only a couple hundred, got refused as put down to behavioural. Fast enough to take peoples money!
Just received a new quote for next year was a lot more money, called and cancelled as not paying for an insurance company who refuse to pay out!
AVOID!
19 March 2025
Unprompted review
Reply from Swinton
Thank you for your feedback.
I'm sorry you feel this way. Our claims team requests vet’s notes in order to settle claims and determine the nature of the issues, such as whether they are behavioural.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Don't touch these crooks with a bargepole
Increased my renewal price by over 44%, despite me never making a claim with them.
Avoid at all costs.
Go and get yourself a bargepole, and then don't touch Swinton with it.
27 February 2025
Unprompted review
Reply from Swinton
Thank you for taking the time to share your feedback with us.
I'm sorry you feel this way regarding your renewal price. As we are a broker, at every renewal we search through our panel to offer you the most suitable quote available to us.
If the quote we have given you is not competitive enough, we do of course encourage our customers to shop around to get the best price and cover for yourself.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Knowledgeable staff
Phone was answered quickly and the young lady, Andrea, was very friendly and knowledgeable. The renewal price was very competitive
4 March 2025
Reply from Swinton
Thank you for taking the time to share your positive experience with Swinton Pet Insurance on Trustpilot. We're delighted to hear that Andrea provided you with friendly and knowledgeable service, and that you found our renewal price to be competitive.
Your feedback is invaluable to us as we strive to continuously improve our services. If you have any further questions or need assistance in the future, please do not hesitate to contact us.
Kind regards,
Beth @ The Social Media Team
Reply from Swinton
Thank you so much for your kind words and for taking the time to share your positive experience with Swinton Pet Insurance on Trustpilot. We truly appreciate your feedback and are delighted to hear that you received great service.
If you have any further questions or need assistance in the future, please do not hesitate to reach out.
Kind regards,
Beth @ The Social Media Team
I wish I had read all the reviews TERRIBLE
I wish I had read all the reviews but thought they were a reputable brand! Having to pay out for vets/medical bills then wait an eternity to be paid back, up to 4 weeks…. Really? Why? I have another dog insured with WAGGEL and can’t recommend enough. Claims settled in 7-10 days and this was for a serious illness. My dog has had an issue with his ear so only £200 but it will take them nearly 5 weeks to party back. Luckily the policy is due up in April and I can move elsewhere but lo and behold I was told I can’t turn off the “auto renew’ just incase I forget I suppose….i won’t be forgetting 🤬 total lack of communication too…. Awful service, STAY CLEAR
13 February 2025
Unprompted review
Reply from Swinton
Thank you for taking the time to share your feedback. I’m sorry you feel this way about your recent experience.
I want to explain that claims are handled by a third-party company on our behalf, as we act as a broker. We understand your concern and are here to help.
If you would like to contact us directly, we can look at removing automatic renewal for you, as this is your right to withdraw consent.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Good experience claiming with Swinton Pet insurance
We had a good experience with Swinton Pet insurance. I’ve only given 4 stars as when I first filled in the online claim form this didn’t process properly and my claim wasn’t registered. But after calling them and emailing the claim forms our claim was processed quite swiftly. I was very worried because it turned out I’d put the wrong cat breed down on the insurance policy but this was easily amended and claim allowed and reimbursed within a couple of weeks.
2 December 2024
Unprompted review
Reply from Swinton
Thank you for taking the time to share your experience with us on Trustpilot and for your kind words about Swinton Pet Insurance.
We are pleased to hear that your claim was processed smoothly and that our team could assist in amending the details of your policy without any hassle. However, we sincerely apologise for the initial inconvenience caused by the online claim form not processing properly. Your feedback is invaluable, and we will ensure to address this issue to improve our service.
We appreciate your understanding and patience throughout the process and are glad that we could support you and your furry friend during this time.
Thank you once again for your feedback, and if there is anything else we can assist you with, please do not hesitate to contact us.
Kind regards,
Beth @ The Social Media Team
Warning!!
Warning!!! Do not use these to insure you Pet, claiming money back is a nightmare, they have all information including invoice and after nearly 2 weeks of having them, Swindon sent me an email saying 4 week before I get any reimbursement of funds. Complaint has been made.
I have 3 days to wait for a response on my complaint, what a joke.
23 January 2025
Unprompted review
Reply from Swinton
I'm really sorry to hear about the issues you've faced with your recent claim. I understand how frustrating this situation must be. Please know that your feedback is taken very seriously, and we're committed to resolving your complaint as quickly as possible.
Our claims process typically involves multiple steps to ensure all details are thoroughly reviewed, but we aim to handle all reimbursements as swiftly as possible.
The complaints team will be in contact with you.
Kind regards
Nicola @ The Social Media TeamThank you for taking the time to provide your feedback. I'm really sorry to hear about the issues you've faced with your recent claim. I understand how frustrating this situation must be. Please know that your feedback is taken very seriously, and we're committed to resolving your complaint as quickly as possible.
Our claims process typically involves multiple steps to ensure all details are thoroughly reviewed, but we aim to handle all reimbursements as swiftly as possible.
The complaints team will be in contact with you once they have reviewed your complaint and resolve this with you directly.
If you would like to discuss your concerns further, please use the below link to contact us:
http://swinton.co.uk/contact-us
Kind regards
Nicola @ The Social Media Team
Important information easy to find for…
Important information easy to find for comparison. everything set up in 10 minutes.
20 January 2025
Reply from Swinton
Thank you so much for taking the time to leave a review on Trustpilot.
We are thrilled to hear that you found the important information easy to locate and that you were able to set everything up in just 10 minutes. Our goal is to ensure a smooth and efficient experience for our customers, and it’s wonderful to know we hit the mark for you.
If you ever need any further assistance or have any questions, please don’t hesitate to reach out.
Kind regards,
Beth @ The Social Media Team
Reply from Swinton
Thank you so much for your kind feedback! We’re thrilled to hear that you found our online application and payment process easy. At Swinton Pet Insurance, we strive to make everything as straightforward and convenient as possible for our customers.
If you have any further questions or need assistance with your policy, please don't hesitate to reach out.
Kind regards,
Beth @ The Social Media Team
Easy yo use and set up insurance for my…
Easy yo use and set up insurance for my cat have moter insurance with swinton for years so all good
13 January 2025
Reply from Swinton
Thank you so much for taking the time to share your positive experience with us on Trustpilot. We are delighted to hear that setting up insurance for your cat was easy and straightforward. It's wonderful to know that you have been a loyal Swinton Motor Insurance customer for years, and we are glad to continue meeting your expectations with our Pet Insurance.
If you have any further feedback or need assistance with anything, please don't hesitate to reach out to us.
Thank you for choosing Swinton!
Kind regards,
Beth @ The Social Media Team
Five stars. Ha ha!
If you are thinking of taking out Swinton pet insurance please be sure to read the one star reviews before you do. You might regret not doing so.
4 December 2024
Unprompted review
Reply from Swinton
Thank you for taking the time to share your feedback. We’re sorry to hear that you have concerns about our pet insurance. At Swinton, we take all customer feedback seriously and are continually working to improve our products and services.
If you have specific concerns or issues you would like to discuss, we encourage you to reach out to our customer service team or provide us with more details. We value your feedback and want to address any issues you may have experienced.
Kind regards,
Beth @ The Social Media Team
Shocking claims process
Absolutely terrible service, had to file the claim twice as they didn't have any record of the first claim filed in September when i chased it up, despite me having the email confirmation.
The second claim was made in October, we are now in January and I've had one phone call in November to confirm they have asked the vets for the records. Not heard a thing since.
25 October 2024
Unprompted review
Reply from Swinton
Thank you for reaching out and sharing your concerns.
I'm sorry you feel that way about the service you have received. Unfortunately, as we are a broker, we do not have the authority or access to claims. For an update on your claim, you would need to contact the claims department directly.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Won’t be using them again
Won’t be using them again. It’s been over 5 weeks now since my claim was filed with all the required information. They confirmed on the phone that they had received everything they needed from our vet including all the medical history, but have had zero communication from them. It would be good if they gave a rough eta for when the claim will be processed, but you get nothing.
1 January 2025
Unprompted review
Reply from Swinton
Thank you for your feedback.
I'm sorry you feel this way. We understand your frustration with the delay in your claim processing. As a broker, we do not have the authority or access to the claims, and you would need to contact the claims team directly for an update.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Have waited weeks for my claim
Have waited weeks for my claim, and still waiting. Been told paperwork or emails haven’t been received, despite previous confirmation they had. Raised a complaint and was told my claim would be dealt with in 4 week, (this was already 6 weeks in) and I would receive £50 good will gesture. I have not received this. I called last week to check the progress of my claim, as almost at the 4 week mark. Was advised that they could not give me a timeframe due to a backlog their end. Not good enough. It is Christmas and I am waiting for a claim that is almost the equivalent of one monthly wage. Swinton do not seem to care about the impact of this, or that it was money directly from my pocket. Been a really stressful process, on top of the distress situation of your pet being unwell. Please avoid, just dreadful. Now to top it all off, being targeted for marketing to switch my home and car insurance to swinton- no chance in hell!
17 December 2024
Unprompted review
Reply from Swinton
Thank you for reaching out.
I'm sorry you feel this way about the delays and inconvenience you've experienced regarding your claim. As a broker, we have no authority to handle claims directly, as this is managed by a dedicated claims company. We do apologise that they are experiencing a backlog due to an influx in claims.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Terrible to deal with
I have now had to make 4 claims. Each time there has been a "mistake" with the claim. i.e. the old policy number was used (they give you a new policy number every year). They state it should take 4 weeks for a resolution. All 4 of my claims have taken twice that amount of time and countless calls to them to get it sorted. I have dealt with a stream of people who just apologise, but don't end up fixing it. Or they just leave me on hold. I have put in several days work just trying to get what is owed to me. AVOID this company at all cost!!!!
16 December 2024
Unprompted review
Reply from Swinton
Thank you for bringing this matter to our attention.
I'm sorry you feel frustrated and let down by the repeated issues with your claims. As a broker, we have no authority to handle claims directly; these are managed by a dedicated claims company. Unfortunately, they can sometimes experience influxes in claims, which may result in subsequent backlogs and delays.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Please dont use Swinton!!
Please dont use Swinton!!! I have been waiting months for them to finalise my claim!!! Still waiting!!! Absolute no communication giving you updates on your claim. Mine is a straight forward simple claim so no excuse.
I am disgusted with the customer service its useless. Please dont use them as you will waiting months for any payment
10 December 2024
Unprompted review
Reply from Swinton
Thank you for bringing this to our attention.
I'm sorry you feel this way about our service. We understand your frustration and apologize for the inconvenience you've experienced. There is a current backlog with the claims company, and they are handling claims with care as quickly as they can.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Beth @ The Social Media Team
Disappointed
Please, please don’t insure your pets with Swindon. It is the worst company that I have ever insured my pets with. We have an ongoing claim that is taking weeks and should be straightforward. What is usually a stressful time when needing to make a claim, it is only heightened by the lack of care and support of this company.
30 November 2024
Unprompted review
Reply from Swinton
Thank you for reaching out regarding your claim and providing your feedback. I apologise that you feel unsupported by ourselves in relation to your claim. As a broker, we do not have the authority to handle claims directly as this is managed by a separate claims company. I’m sorry you feel this process has been frustrating and that you have experienced such a delay.
If you would like to discuss your concerns further or log a complaint, please contact us via the link below:
https://www.swinton.co.uk/contact-us
Kind regards,
Michelle @ The Social Media Team
Awful
Awful - really wish I hadn't bought my cover with Swinton.
They do not process pre authorisation forms - I'm faced with a £2000+ procedure that they will not state they will cover.
All they say is it "might be covered" what help is that?
Please pick a better company- DO NOT risk using this one.
Although the customer service agent I spoke to was very lovely!
22 November 2024
Unprompted review
Reply from Swinton
Thank you for taking the time to share your feedback with us.
I am truly sorry to hear about your dissatisfaction regarding the pre-authorisation forms and the uncertainty surrounding the coverage of your pet's procedure. I understand how stressful and frustrating this situation must be for you.
We strive to provide clear and precise information to our customers, and I apologise if we have fallen short in this instance. Your feedback is vital in helping us improve our services.
If you wish to discuss this further or register a complaint please contact us via: https://www.swinton.co.uk/contact-us
Kind regards
Nicola @ The Social Media Team
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